>Servicom<
| WHAT IS SERVICOM |
| SERVICOM is an acronym for “Service Compact with all Nigerians”.
The compact’s core provision says that Government has entered into a service compact with all Nigerians to dedicate itself to providing the basic services to which citizens are entitled, timely, fairly, honestly, effectively and transparently.
The essence of SERVICOM is that “the citizens have the right to be served right.
SERVICOM is :
• Effective and efficient service delivery
• Delivery of service to customers timely, fairly, honestly, effectively and transparently.
• Driven by Government’s commitment’s to delivery service.
• Citizen’s expectations of service delivery. |
| GENESIS OF SERVICOM |
| Government in its pursuance of the reform agenda observed that Nigerians have for too long been feeling short-changed by the quality of public service rendered. Public offices have for too long displayed the combined evils of inefficiency and corruption, which are impediments to effective implementation of Government policies.
Nigerians deserve the best. Hence, Government will ensure that they get what is best. |
| CREATION OF SERVICOM IN THE COMMISSION |
| he Federal Executive council at its meeting in February 23 , 2005 approved that all Ministries, Parastatals and Agencies must set up SERVICOM Units in their Organizations.
The Commission has complied with the vital elements of SERVICOM. However, necessary plans are being put in place for the launching of SEC SERVICOM UNIT. |
| SERVICOM PRINCIPLE |
| Affirmation of commitment to the service of the Nigerian Nation.
Conviction that Nigeria can only realize its full potential if citizens receives prompt and efficient services from the state.
Consideration for the needs and rights of all Nigerians to enjoy social and economic advancement.
Dedication to deliver services to which citizens are entitled, timely, fairly, effectively and transparently. |
| SEC SERVICOM COMPLAINT PROCEDURE |
| Departmental Resolution: The first step is to lay your complaint with the Divisional Head, or the Head of Department in which you were aggrieved. Be sure to take the name of the officer involve. Some complaints can be sorted out on the spot, but if this is not possible your complaint will be acknowledged. All our departments have the aim to resolve the problem at stage 1.
2. If you are still dissatisfied, complain to the Customer relations/Complaint Officer in SEC Servicom Unit.
3. If your complaint has not been remedied within the stipulated time frame, you may wish to take your complaint further to be looked into at a higher level. If so, please ask to see the SEC NODAL Officer and make the same requests as you did to the Customer relations/Complaint officer. Make your complaint. This is best done formally by completing a complaint form (where applicable).
4. if the matter continues to be unresolved and you have not been furnished with the documents and information you requested. If you wish to pursue the matter further, please contact the Director Research & Planning, or the Director General's Office. You can do this by:
• Coming to the SEC Head OFFICE
• Making a Telephone call -- When you call please ask to speak to the DIRECTOR IN CHARGE OF COMPLAINTS
• Sending an E-mail to SEC SERVICOM, this email should have —
- The words COMPLAINT as the subject of your email and also be written at the top of your letter.
- Your full NAME
- Name of the Department or zonal office at which you were aggrieved
- Name of the division where the fault occurred
- Name of the Officer at fault
- Reference number given to you by the NODAL Officer (if applicable)
- Your Contact telephone number or E-mail Address
- A summary of what you think went wrong.
Learn more at |
| Who can forward complaints? |
| Your dealings with the Commission should be routine and cause you no difficulties or inconveniences. However mistakes and delays can occur or you may feel unhappy with how you have been dealt with. As a capital market operators, investors, or just a member of the public who is dissatisfied about the standard of service, actions or lack of actions in the Commission, you have the right to complain about the poor service.. The Commission has a formal complaint procedure at the SERVICOM Unit where you can forward your complaints. |
| How can I forward my complaints? |
| If you are unhappy with the treatment you have received, you are entitled to make a complaint, have it considered and receive a response. Whatever the nature of your dealings with any of the Commission's staff, if you have had a bad experience, the sooner you let us know, the sooner we can do something about it. Whether your complaint concerns an unreasonable delay, a mistake you feel could have been avoided, or how you have been dealt with, all staff of the Commission are keen to learn from errors and put things right as quickly as possible. You can forward your complaints through the following means:
• Dropping the complaints in the SERVICOM complaints/suggestions boxes located in all SEC Offices
• E-mailing complaints to: servicom@sec.gov.ng
You can also forward your complaints to the following Contacts:
• SEC Nodal Officer on 09-6704153, 08023904937, 09-2346272 (SEC HQ)
• Director, Research & Planning on 09-6724425
• Director-General, Securities & Exchange Commission on 09-6711456 ext 501
• Ministerial Nodal Officer at room 141, 1st floor, Federal Ministry of Finance, Abuja. |
| What should I expect when I forward complaints? |
| Most people don’t like to complain, but we want to make it as easy as possible for you to get things put right. When you do complain, we will deal with you in a friendly and professional manner.
•Within 48 hours of forwarding your complaints, you should receive a response
• Your complaint will be treated seriously and confidentially
• You will be listened to carefully
• The position you are in will be appreciated
• You will not be treated differently from any body else just because you have made a complaint
• You will not be discriminated against for any reason
• The Staff of the Commission will learn from the experience |
| How to help us deal with your complaint better |
| By working together you can help us to provide a good service in a number of ways:
• When you are asked for any information that is needed to deal with your affairs, please provide that information on time
• Always give the correct and complete information
• Keep accurate records of your service failures and experiences
• If a mistake is made, complain as soon as possible so that things can be put right. The sooner you complain, the sooner something can be done about it.
• It would help if you can say what you think has gone wrong and what you think should be done to put it right
• All your suggestions and comments about our services are welcome, so we can move forward and improve
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